Conference Presentation

Customer Success Managers: Avoiding the Pitfalls on the Path to Success

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In this session you will learn about one company’s experience implementing Customer Success Managers (CSMs). The CSM job description and how it was crafted will be shared, along with the essential skills and competencies to look for in CSM candidates. Tips on how to avoid conflict with other, existing roles will be discussed. Suggestions on how to measure the performance of the CSM role as well as organizational structure considerations will also be reviewed. The areas of CSM career path and retention strategies are included in this comprehensive session. Lastly, how to monetize the CSM role in some instances will be examined. In each area, potential mistakes to avoid will be highlighted.

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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